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VOIPoTim
11-11-2009, 01:59 PM
In call logs, if you click on a phone number, a window with additional information pops up.

In this window one of the pieces of information you will now see is a "Call Reference". This is an ID within VOIPo's system to identify the call.

If you have a problem call, VOIPo can look it up using this Call Reference and see a "trace" of the call which shows its full path info our network and what happened with it. These traces are stored for all calls for 7 days.

Example Call Reference: HOUMGC0120091111195153034318@209.244.63.16

When reporting problem calls, it will be helpful if you include this Call ID with your ticket so we can find the exact call rather than scheduling a time for you to reproduce it.

usa2k
11-11-2009, 02:19 PM
Very cool Tim. Easy to cut&paste.

usa2k
11-11-2009, 02:22 PM
Very cool Tim. Easy to cut&paste.

Since it contains your home network IP NAT address, I suspect its likely nothing people should post on this forum for security reasons.

VOIPoTim
11-11-2009, 02:37 PM
Very cool Tim. Easy to cut&paste.

Since it contains your home network IP NAT address, I suspect its likely nothing people should post on this forum for security reasons.

That IP is actually the remote gateway that delivered the call to us, so it should be safe.

Like in that one, it was "HOUMG" for a Houston Media Gateway on a Level3 IP.

usa2k
11-11-2009, 02:42 PM
Hmmm, I see "da3b2be3-9a356700@<PAP2T-IP>"

VOIPoTim
11-11-2009, 02:55 PM
Hmmm, I see "da3b2be3-9a356700@<PAP2T-IP>"

Outgoing call?

scott2020
11-11-2009, 02:55 PM
I see some numbers @192.168.27.xx which is an IP address of a Level 3 media gateway. Maybe a coincidence your home network uses the same internal IP's as Level 3 is showing?

sr98user
11-11-2009, 02:59 PM
All outgoing calls are showing the PAP2 internal IP address

All incoming calls are showing the Media gateway. In my case it is a Level 3 IP address.

usa2k
11-11-2009, 03:23 PM
Outgoing call? Yes outgoing.

VOIPoTim
11-11-2009, 03:39 PM
OK.

I checked and it's the IP the call came to us from, so it's a media gateway if incoming and the device IP if outgoing, so yeah be careful about posting them publicly since shows your IP if outgoing.

Xponder1
11-11-2009, 06:45 PM
Sounds great. Should make things much easier for support.

scott2020
11-11-2009, 08:41 PM
All outgoing calls are showing the PAP2 internal IP address

All incoming calls are showing the Media gateway. In my case it is a Level 3 IP address.

I am byod so I don't see the IP address of my server on this side. Sorry for throwing any confusion!

TFlap
11-11-2009, 09:08 PM
Very cool feature. Thanks, Tim.

MacGyverLabs
11-12-2009, 09:55 AM
FANTASTIC troubleshooting tool! Nice, guys!

myvoip07
11-12-2009, 10:01 PM
Very cool feature. It also shows caller id info.. sweet.

Xponder1
11-13-2009, 04:54 PM
I thought this was great but then I had a issue last night and provided 3 of them and they still message me back asking for the number I called *sigh*. It was not a number I call on a regular basis so whats the point lol.

"What is the number you were dialing out to? I'd like to set a customer route for this number and see if that makes a difference on the calls. Thank you"

So does it not log the phone numbers?

VOIPoJustin
11-13-2009, 05:03 PM
So does it not log the phone numbers?
Typically examinations of specific calls are handled by Tier II Support, and the phone number is certainly logged. As this is a new update to troubleshooting methodology, some of our Support Staff may not yet be fully acclimated to the new protocol.

Shoot me a private message with the Ticket ID and I'll take a look for you personally. Our apologies for any confusion.

Xponder1
11-13-2009, 06:45 PM
Typically examinations of specific calls are handled by Tier II Support, and the phone number is certainly logged. As this is a new update to troubleshooting methodology, some of our Support Staff may not yet be fully acclimated to the new protocol.

Shoot me a private message with the Ticket ID and I'll take a look for you personally. Our apologies for any confusion.

Thanks for clearing that up. I just sent you a pm.